0

In Marketing Cloud, we had a duplicate contact (some with several email addresses) enter several journeys. I have deduped the Contact in Salesforce (which was in a Data Extension in Marketing Cloud), and removed the duplicates in Contact Builder in Marketing Cloud, but they continue to receive emails.

How can I be sure that a duplicate Contact is totally removed from All Journeys and stops receiving emails?

1

In Journey Settings:

Journey Settings

You have Contact Entry which determines if a contact can re-entry anytime in a journey, re-entry after exiting (after leaving the journey) or no re-entry at all.

I think best option the fits your case is no re-entry.

  • Thanks Natan, that is good to know for future Journeys. But I need to remove contact(s) from currently running journey(s). – Brian Oconnell Apr 23 at 15:48
1

You should leverage the EXIT API for journey builder to remove the contacts from a running journey

https://developer.salesforce.com/docs/atlas.en-us.noversion.mc-apis.meta/mc-apis/contactExitRequest.htm

  • There has to be a manual way to do it through the U.I. Most email marketers are not developers. – Brian Oconnell Apr 23 at 15:50
  • @BrianOconnell Reactively there is not a way. You could create an exit criteria/goal before you activate a journey then ensure the subscriber in questions meets that criteria [help.salesforce.com/… [help.salesforce.com/… But with a running journey that does not have these pre-configured the exit API is the only resource – EazyE Apr 23 at 16:04
  • @brian: for new journeys or versions you should consider EazyEs suggestion. For currently running ones you can use an Exclusion Script in the Email send activities, which can be added to activities in running journeys. For this you need a data extension that holds the Subscriber Keys or email addresses of the deleted contacts. Based on the subscriber key it would look like this: ROWCOUNT(LOOKUPROWS("YourDEName", "Subscriberkey", _subscriberkey))> 0 – Stephan de Paly Apr 23 at 16:23
  • I think the Best Answer is to find an alternative to Marketing Cloud. – Brian Oconnell Apr 25 at 12:53

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.